Customer Support Representative

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $46.4k - $66.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Wiley

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

📚 Education

🔬 Science

Education • Science

Wiley is a global publishing and information services company that connects researchers, educators, students, and professionals through scholarly journals, books, digital content, and learning platforms. It operates Wiley Online Library with thousands of journals, reference works, and books, provides textbooks and courseware (including rental and digital access), and offers publishing, research support, and AI-enabled tools and services for academic institutions, R&D teams, societies, and corporations. Wiley advances research discovery and professional learning by combining trusted content with technology platforms, licensing, and development services.

📋 Description

• Manage a high-volume customer support queue by prioritizing, documenting, and resolving inquiries. • Investigate customer issues by reviewing account records and prior ticket interactions. • Troubleshoot product, grading, and access issues. • Communicate clear and accurate resolutions to students and instructors. • Escalate unresolved issues with complete documentation. • Monitor ticket volume and identify opportunities for process improvements.

🎯 Requirements

• Bachelor’s Degree in Computer Science, Computer Engineering, Math, IT, or a similar field. • Proficiency in either C, C++, Python, or Java. • Foundational troubleshooting and problem-solving skills. • Strong written communication skills. • Strong attention to detail and sound judgment. • Strong organizational and time-management skills. • Ability to identify recurring issues and collaborate effectively.

🏖️ Benefits

• Health insurance • Flexible working hours • Professional development • Occasional meeting-free Friday afternoons • Continued learning opportunities • Supportive workplace culture